Customer Service: Shipping And Sales Trivia Quiz Questions!

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  • 1/12 Questions

    A customer calls in and states that they would like to track their order and see where their package is located. What do you include in this customer's case note?

    • Why the customer called, where the package is located when the customer is expected to receive the package and any other important information that may be helpful for the next CSR that may open this order.
    • It is not necessary to put a case note into this order, the customer does not need a replacement, credit, trace or any other related work item.
    • Very brief and little detail about why the customer called. All we want to know is that they did call, not necessarily what the call was about and what you did to help the customer.
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About This Quiz

Welcome to the customer service trivia quiz on shipping and sales! Customer service is an important part of a business as it is the group that deals with issues that clients have when it comes to their order or something that goes wrong from the time, they purchase it to the time they use it. This group can also help in improving business coverage. Take this test and see if you are a valued addition to the company.

Customer Service: Shipping And Sales Trivia Quiz Questions! - Quiz

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  • 2. 

    A customer that is sending back an item for an exchange will be refunded for the cost of goods on their original order when return is processed.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When a customer sends back an item for an exchange, they will be refunded for the cost of the goods on their original order when the return is processed. This means that the customer will receive the money they initially paid for the item they are returning, which will be deducted from the cost of the exchanged item.

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  • 3. 

    Shipping costs are calculated AFTER coupons have been applied so if the coupon takes the cart total down a threshold level then the cost of shipping goes up.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that shipping costs are indeed calculated after coupons have been applied. This means that if a coupon is used to lower the cart total below a certain threshold level, the cost of shipping may increase. This is because the threshold level may be set to qualify for free or discounted shipping, and if the coupon reduces the total below that threshold, the regular shipping cost may apply. Therefore, the statement is true.

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  • 4. 

    If there is a trace investigation on an order, when will the customer receive a credit if that is what they prefer? 

    • Upon completion of trace

    • 3-5 business days

    • When UPS gives the green light

    • 6-8 business days

    Correct Answer
    A. Upon completion of trace
    Explanation
    When there is a trace investigation on an order, the customer will receive a credit upon completion of the trace. This means that once the investigation is finished and the necessary information has been gathered, the customer will be eligible to receive the credit they prefer. The exact timeline for receiving the credit may vary depending on the specific circumstances and processes involved, but it will generally be done upon completion of the trace.

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  • 5. 

    As a Customer Service Representative, I am NOT allowed to park in the North Parking Lot and enter through the Distribution Center Associate Entrance.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    You all have now been given full access to the "new" North lot en-trance. To use the North parking lot please enter and leave our campus from Small Road.

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  • 6. 

    Pre-Sell Complete means the order has been processed and shipped. There will be a tracking # and you can track the progress of the order.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    PRE-SELL COMPLETE means the pre-sell item has come in and we are processing the order to allocate the pre-sell item to the order AND to charge the customer for their order. (Pre-sell complete DOES NOT mean the order has shipped; there is no tracking #; without a tracking # the order hasn’t shipped yet.)

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  • 7. 

    Leaving work when ill does not count as an occurrence.  

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Leaving work when ill does count as an occurrence.

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  • 8. 

    In an unsuccessful transaction who actually rejects the transaction? 

    • CyberSource

    • BuySeasons

    • The financial institution

    • None of the above

    Correct Answer
    A. The financial institution
    Explanation
    In an unsuccessful transaction, the financial institution is the one who rejects the transaction. This is because the financial institution is responsible for verifying the transaction and ensuring that it meets the necessary requirements and security measures. If the transaction is deemed to be suspicious or fraudulent, the financial institution has the authority to reject it in order to protect the account holder and prevent potential financial losses.

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  • 9. 

    You can help a customer make a substitution for a zero picked item by:

    • Emailing Abi

    • Canceling the order and placing a new one

    • Using the line item update button

    • Calling ext 8503

    Correct Answer
    A. Using the line item update button
    Explanation
    The line item update button allows you to make changes to specific items in an order, including substituting a zero picked item. This means that you can easily replace the out-of-stock item with a suitable alternative without canceling the entire order or contacting someone else for assistance. By using the line item update button, you can efficiently help the customer and ensure that their order is processed smoothly.

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  • 10. 

    During our busy season, how long could it take for a return credit to be processed for a customer?

    • 3-5 business days

    • 14 days

    • Up to 5 weeks

    • Up to 4 weeks

    Correct Answer
    A. Up to 4 weeks
    Explanation
    During the busy season, it can take up to 4 weeks for a return credit to be processed for a customer. This longer processing time may be due to the high volume of returns and the increased workload for the processing team. It is important for customers to be aware of this extended timeframe and to plan accordingly when expecting a return credit.

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  • 11. 

    A customer would like to initiate a return because the item that she received was damaged. After you initiate the return for the customer you MUST request a credit for the shipping cost because the item was damaged and the customer should not be charged for this.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    •All customers must go through the entire returns process BEFORE we credit their account. You should never request a credit prior to us receiving their return. If you would like the returns department to credit the customer in full, please enter that into a case note.

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  • 12. 

    A customer from Canada calls in and you find that she needs a replacement order. What shipping method are we able to use for her?

    • Canada Post

    • Worldwide Express (1-3 Business days

    • Worldwide Expedited (2-5 business days).

    • UPS Express Saver

    Correct Answer
    A. UPS Express Saver
    Explanation
    UPS Express Saver is the shipping method that can be used for the customer from Canada who needs a replacement order.

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 18, 2011
    Quiz Created by
    Anina
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